Patient advice and complaints

The patient advice and complaints team (PACT) provide patients, carers, family members, the public and staff across Devon, Plymouth and Torbay with help, advice and support with concerns or comments relating to NHS services.

We cover East Devon, Exeter, Mid Devon, North Devon, Plymouth, South Hams, Teignbridge, Torbay, Torridge and West Devon,

We are open Monday to Friday (excluding bank holidays), 9 am to 5 pm. You can contact us by phone, in writing, by email or by speaking to someone in the organisation.

We can also arrange a British Sign Language or other language interpreter. Please let us know if you require a response in another format.

*Calls to 0300 numbers cost the same as calls to 01, 02 numbers and are included in most mobile call bundles.

Help for you

If you need information, advice or assistance about NHS services, please contact us. Where systems or services are not working well, we can help you resolve problems in your care, and use the information to improve services for others.

We specialise in:

Problems across a number of services. We liaise with all the services to find out where the problem lies and work to resolve it

Issues with hospitals, community services, out of hours or emergency services where you do not want to raise the issue directly with the service themselves

Services provided by the CCG, and policies and contracts with local providers commissioned by the CCG. These include gaps in services, individual cases for funding, referral processes, proposals for service change, criteria for access to local services, delays and lack of capacity in local services

We work to resolve your concerns as quickly as possible. The majority of issues are dealt with informally and in confidence through our Patient Advice and Liaison Service (PALS).

In some cases, it may be appropriate to make a formal complaint. We can discuss this with you and advise on the options available to you.

We treat you as an individual and seek to understand your issues and concerns. We ensure you are provided with the relevant information to enable you to make an informed choice about how your concerns are progressed and what you can realistically expect as an outcome.

We take what you have to say seriously, are honest about our point of view and are clear about what we can and cannot do.

Zero tolerance to abusive behavior

We are happy to help sort out problems, answer questions or deal with any feedback or complaints that you may have, however all our staff are entitled to carry out their duties without fear of harassment, abusive behaviour, violence or aggression.

The CCG does not accept behaviour towards staff that is harmful, abusive, threatening or aggressive in any way and takes a zero-tolerance approach to behaviour of this kind.

Should staff experience this behaviour they may terminate correspondence without warning. All correspondence to the CCG is logged and further action to protect staff may be taken should it be necessary.

Independent advocacy support

Independent health complaints advocacy support is available to people making a complaint about NHS services.

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About Us

NHS NEW Devon CCG - Northern, Eastern and Western Devon CCG is one of the largest in the country with a registered population of 882,800 served by 116 member practices. It is organised on a three locality basis, ensuring the CCG will be responsive to the needs of local people whilst benefitting from economies of scale where things only need to be done once. Through our vision, mission and core strategies we will place patients and public at the heart of commissioning. We have enshrined this in our constitution and in our organisational design principles.